How To Empower Employees and Ensure a Great Customer Experience
May 22, 2019 Kaylene Eckels
Employee empowerment has many benefits. Empowered employees tend to be more committed to the company, which translates into lower turnover rates, improved processes, and greater…
Learn More...Essential Customer Service Skills for Every Call Center Agent
May 15, 2019 Jim Iyoob
As the primary point of contact in the customer experience, call center agents to play an integral role in the success of a company. A…
Learn More...Hit your class with a BEAM!
May 08, 2019 Matthew Cole
My daughter (McKenna) is in kindergarten and her teacher (Ms. Dee) is an excellent facilitator, experienced in her role, a creative thinker and a real…
Learn More...The Top 5 Contact Center Trends for 2019
May 01, 2019 Shawndra Tobias
Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once…
Learn More...Is the Servant Leadership Model Paternalistic?
Apr 24, 2019 Matt Rocco
Imagine this. You are invited to a board meeting, and everyone is getting settled. While putting his cup down, the CEO accidentally spills coffee onto…
Learn More...4 Employee Engagement Trends To Watch in 2019
Apr 17, 2019 David Carrizales
Long gone are the days of solely focusing on customer satisfaction. While nearly every company will agree that keeping the customer experience (CX) at the…
Learn More...Artificial Intelligence: Streamlining Contact Center Technology
Apr 08, 2019 Jim Iyoob
It is hard to believe it now, but artificial intelligence used to be nothing more than a futuristic dream. It was portrayed in old movies…
Learn More...Tips To Improve Quality Monitoring
Apr 02, 2019 Shawndra Tobias
We monitor calls to ensure that minimum quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities but also…
Learn More...8 Principles That Will Lead You to A Successful Servant Leadership
Mar 25, 2019 Matt Rocco
Servant leadership is or should be the bedrock of all organizations. It is based on the principle of growth through individual recognition and achievement. The…
Learn More...6 Tips to Spot Phishing Attack Emails
Mar 22, 2019 Ronnie Mize
Phishing attacks could be compared to actual fishing. The scammer creates an email that includes an enticement, essentially baiting the hook. Their next step is…
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